Operations Manager - PetVet Care Centers

Position Overview:

The Operations Manager is a member of the Hospital Leadership Team overseeing the Client Service Department and managing key hospital initiative projects. This position is responsible for ensuring the Client Service Team is meeting the goal of excellent client service while maintaining the department budget. The Operations Manager partners with the Hospital Manager to manage key program projects within the hospital. The position has a strong focus on building hospital efficiency, leading by example, demonstrating organizational skills, following company policies, and having strong professional ethics and attitude.

Essential Functions

Administrative Duties:

· Acts as Hospital Manager when HM is away.

· Responsible for orientation of all new team members in the hospital.

· Resolves hospital personnel issues, and supports HM with HR functions within the practice

· Writes policies/procedures relating to all non-medical operational aspects of the hospital and presents for approval to HM.

· Works with management team to ensure proper implementation of new policies and procedures.

· Responsible for all aspects of hospital payroll through Dayforce including submitting contract veterinarian invoices, as well as submission of doctor commissions through the Fetch portal.

· Assists in resolving non-medical issues with pet owners where appropriate.

· Works with the HM to develop long-term planning initiatives that further the company's overall goals

· Maintains excellent communication through all levels of leadership in the hospital regarding projects, changes in procedure and other updates

· Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue

· Liaison with other departments and supervisors regarding patient care and hospital operations; helping to resolve issues, as needed

· Exhibit confidentiality and professionalism in all regards for employee issues; be proactive in approach to issue resolution.

· Keep hospital management informed of any issues or risks that might impact operations or employee relations; work with management team to resolve

· Keep up to date on all hospital policies and procedures, including contents of Employee Handbook

· Responsible for the timely submission and OSHA tracking of work related injuries

· Responsible for maintaining accuracy of doctors appointment schedule in Cornerstone.

· Partners with HM to maintain ER doctor schedule.

· Partners with HM to manage relief doctors and technician acquisition and onboarding.

· Manages personal files to maintain compliance.

Management Duties:

· Maintains oversight of client service department through management and partnership with Client Service Supervisor, ensuring staff schedule is maintained, team members are held accountable, and quarterly reviews are delivered.

· Responsible for leading hiring initiative of CSR's; partnering with the Hospital Manger to define labor goals.

· Works with CSR manager to develop training program and train support team members for customer service department.

· Reviews work performance of direct report (CSR Supervisor), constructively delivers feedback, audits punctuality and attendance monthly, and delivers quarterly reviews.

· Inspires and motivates employees to perform at their best through positive encouragement and incentives

· Review of CSR schedule ensuring proper coverage, monitoring and regulating overtime hours worked by staff, and ensuring staff are adhering to hospital attendance policy

· Maintains training manual for the Client Service Department and coordinates the training of new staff with the CSR Supervisor.

· Approve PTO requests of CSR Supervisor.

· Performs other duties and responsibilities as assigned by the Hospital Manager.

Competencies:

· Analytical skills; strong ability to analyze information quickly and efficiently as it relates to the hospital's finances

· Strategic planning; the ability for financial forecasting, marketing plans, and long-term plans for the growth of the practice.

· Leadership; ability to effectively manage and direct hospital staff towards a common goal

· Decision-making skills; possess the ability to make good decisions, solve problems, and decide on essential matters.

· Communications; demonstrate the ability to communicate, orally, and in writing, effectively to convene necessary information to hospital staff.

· Resourcefulness and adaptability; the ability to take the initiative and get things done as well as the ability to adapt to changes or new information.

· Compliance; ability to understand and manage important compliance regulations and requirements of the hospital.

· Planning and prioritizing; must be able to organize work efficiently, set priorities, and establish plans and timetables for achieving goals.

· Leadership skills

· Time management

· Organization skills

· Interpersonal skills

· Multi-tasking and setting priorities

· Empathy

Position Knowledge and Skill Requirements:

· Ability to provide customer service in a courteous, prompt, and efficient manner

· Computer proficiency in using Microsoft Office products (Word, Outlook, and Excel) and applicable organization specific software

· Establish and maintain productive and cooperative working relationships

· Active time management and organizational skills to complete work promptly

· Excellent communications skills both orally and in writing

· Must be flexible with scheduling and able to work some weekends and holidays

· Ability to work with or around sick animals, potentially hazardous materials, cleaning chemicals, gas anesthetics, zoonotic diseases, and unpleasant odors

· Depending on the functional area of assignment, tasks may involve extended periods at a keyboard or workstation and/or extended periods standing and/or walking

· May include some climbing, balancing, stooping, kneeling, crouching, or crawling

· Some tasks involve the periodic performance of moderately physically demanding work, usually involving lifting or carrying moderately heavy animals (up to 50 pounds)

· Other duties and responsibilities as assigned by management

Qualifications:

· Bachelor's Degree or the equivalent.

· Working in a team environment

· Customer Service

· Attention to detail

· Verbal and written communication skills

· Supervisory skills, including performance management, feedback, and communications

· Staff scheduling skills

· Professionalism and ability to properly handle confidential information

The list of essential functions, as outlined in this job description, is intended to be representative of the tasks performed within this classification. The omission of any job function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.